RETURNS & EXCHANGES
If you have any questions, we'll be happy to help you at info@theiqhomecollection.com
RETURNS
GENERAL INFORMATION
If you have made an online purchase, you can manage your exchange or return in two ways:
- Through our exchange and returns portal
- In person at our point of sale at: C/ Jorge Manrique 11, 28006 Madrid
(Important: returns are only accepted in person at this address. Mail returns will not be accepted.) - Period: 14 calendar days
In the case of returns of online orders:
- The refund will be made using the same payment method
- Or, if you prefer, on a gift card
This card:
- Does not expire
- Is valid only for IQ Home products
- Cannot be used for IQ Collection (fashion) products, as both lines operate independently
RETURN CONDITIONS
The product must be in perfect condition, with original packaging, tags, and accessories
Used, tampered with, or damaged items will not be accepted
If conditions are not met, the item will be returned to the customer without a refund
Important:
The customer is responsible for the package until its delivery
We are not responsible for out-of-hours receptions
- Any additional costs derived from shipping and unrelated to IQ Home Collection will be assumed by the customer.
This includes, but is not limited to:
- Shipments made independently without following the process indicated on the portal
- Costs derived from customs, taxes, or management in international shipments
- Surcharges for dimensions, weight, or special characteristics of the package not previously informed
- Costs derived from the non-collection of the package or its rejection
- Shipments made outside authorized channels or to unauthorized addresses
Refund:
Issued after warehouse validation
Estimated timeframe: 10 to 15 business days (depending on the bank). When the refund is issued, a confirmation email will be sent to the email address used for the order.
We reserve the right to:
Monitor recurrent returns
Limit or reject returns in case of misuse
ONLINE - HOW TO PROCEED?
Access the following link to request your return online:
ACCESS THE EXCHANGES AND RETURNS PORTAL
In Spain (Peninsula), the cost is €6 + €1 per additional item
If you make a second return for the same order, a new cost will be generated
For international returns, the cost is calculated automatically on the platform
Special cases:
WICKER FURNITURE: €20 surcharge on the usual return cost
SWIMWEAR: For hygiene reasons and return policies, swimwear can only be exchanged for a different size, provided it is in the same purchase condition and retains the protective sticker it was sent with. Returns of this item are not allowed. Exchanges or returns for purchases made at our physical store are not permitted.
TO EXCHANGE YOUR SWIMSUIT, ACCESS HERE
PHYSICAL STORE PURCHASES: Do not allow monetary refunds. Only an exchange for a different size or another item of equal or higher value can be requested within 14 calendar days.
WALLPAPER: As this is a made-to-order and customized product, please note that:
- No exchanges or returns are accepted once the purchase has been made.
- No monetary refunds are issued in any case, except for attributable errors.
- There is no right of withdrawal or cancellation by the customer once the order has been confirmed and paid.
POINT OF SALE PURCHASES - HOW TO PROCEED?
For products purchased in-store (Calle Jorge Manrique 11, Madrid | Calle Lagasca 69, Madrid):
No cash refunds
We offer:
Size or product exchange (equal or greater value)
Or store credit (gift card)
Timeframe: 14 calendar days
The gift card:
Can be used in-store or on the IQ Home website
Not valid for IQ Collection
MY GARMENT HAS A FLAW OR DEFECT
If your product has a defect:
You must report it within a maximum period of 48 hours from receipt to:
info@theiqhomecollection.com
After review:
It will be replaced with the same or a similar product
If out of stock → a full refund will be issued
CHANGES
GENERAL INFORMATION
If you have made an online purchase, you can manage your exchange in two ways:
Through our exchange and returns portal
In person at our points of sale.
C/ Jorge Manrique 11, 28006, Madrid. To check availability call: (+34) 659 76 75 57
C/ Lagasca 69, 28001, Madrid. (Pajamas and accessories only) To check availability call: (+34) 911 56 20 08
GENERAL CONDITIONS
Term: 14 days from delivery
Maximum: 2 exchanges per order
In Spain (Peninsula):
First exchange: free
Second exchange: reduced shipping cost
Important:
The second exchange does not allow for subsequent monetary refund
Only refundable via gift card
Special cases (exchanges)
Wicker furniture: €10 surcharge
Swimwear: size exchange only
Wallpaper: no exchanges accepted
EXCHANGE FINANCIAL CONDITIONS
If you choose a product of lower value → difference in gift card
If you choose a higher value → the difference is paid
Restrictions:
Can only be exchanged for products from IQ Home
Not valid for IQ Collection
ONLINE - HOW TO PROCEED?
Access the following link to request your exchange:
ACCESS THE EXCHANGE AND RETURN PORTAL
- You must take the package yourself to your nearest post office.
- Once the item arrives at our facilities and is inspected by our warehouse team, we will generate a new order with the new size or item requested and send it to you as soon as possible.
Special cases (exchanges)
WICKER FURNITURE: €10 surcharge
WALLPAPER: no exchanges accepted
SWIMWEAR: size exchange only
TO EXCHANGE YOUR SWIMSUIT, ACCESS HERE
For further assistance with your exchange process, please contact our customer service team at info@theiqhomecollection.com and we will guide you through the steps.
CHANGES AT THE PHYSICAL POINT OF SALE
For in-store purchases:
No refunds
Options:
Size or product exchange (equal or greater value)
Or gift card
Period: 14 calendar days
Restrictions:
Gift card valid only for IQ Home
Not valid for IQ Collection (Neither in physical store nor online)
